AccountId: 011433970860
ContactId: 936e75e3-9c73-42e6-a90e-e0248633b90a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162580 ms
Total Talk Time (AGENT): 90817 ms
Total Talk Time (CUSTOMER): 70175 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/936e75e3-9c73-42e6-a90e-e0248633b90a_20250320T13:07_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. I'm calling from the provider's office. I need some information in a member plan, please.
[AGENT][POSITIVE] OK I'll be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] [PII], and, and what is the other question?
[AGENT][NEUTRAL] The member's policy number, [PII].
[CUSTOMER][NEUTRAL] Sure, the the policy number is 022558. Hold on a second, let me take a look at the car because the number that they give me is OK, remember it is ID is 02255806 MLA.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now, while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now your patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you so much for all that information. Looks like Sylvia is the insured on this medical supplemental plan. They show the original effective date is [PII]. She is still current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim. But you said you did want some type of benefit or just checking eligibility today?
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] OK, benefits. I know this is a gap insurance. I need to know if it is covered for office visit or ultrasounds done in office.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Well, let's see what she has.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alrighty morning looks like she don't have any type of coverage uh at all of anything done in the office or at the doctor's office, only outpatient, um, at the hospital and inpatient. That's all the benefits she has here, nothing in. OK, is that all I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right sweetheart, OK love, can, can.
[CUSTOMER][NEUTRAL] Uh yes. Can I, can you spell your name?
[AGENT][NEUTRAL] I sure can. It's [PII], and is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Everything is fine. I just need a reference number. Thank you.
[AGENT][NEUTRAL] We do, yes, ma'am, and we don't give reference numbers, [PII], but you can use my name in today's date, OK?
[CUSTOMER][POSITIVE] Beautiful. Have a wonderful day. Thank you.
[AGENT][POSITIVE] Alright, you as well, [PII]. Thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Take care. Bye-bye.